Cracked screen MacBook Pro with Touch Bar

Devastated to say that my relatively new MacBook Pro with Touch Bar has a cracked display/LCD at the bottom on the screen. I'm not particularly rough with my MacBook and presumably this occurred due to closing the screen with something between the keys and the screen. I recall the moment the crack appeared, so this would have been a dust speck. Although I have AppleCare, the cost of repair is $680, since this is "accidental damage" and "out of warranty"


The new machine seems much more fragile than my older MacBook Pro's which are still going strong 5 years in!


Have others had problems with a fragile displays?

MacBook Pro (15-inch, Late 2016), macOS Sierra (10.12.5), null

Posted on Jun 26, 2017 12:01 PM

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Posted on May 15, 2018 9:56 AM

TL:DR -- Apple covered mine without charge. Only because I cited this thread for backup, took photos from start to progressive damage, and was politely insistent. The Apple store staff is probably not your friend. Call in first, and request a Senior Advisor to handle your claim.


If this happens to you, being armed with photos and this thread is your best shot at having it covered.

I opened my MacBook Pro one morning and saw a small spidery line inside the LCD on the lower right near the hinge. I had not dropped it, hadn't moved it from the table in days. Then it spread. Then it got worse. Then a second line began. My speculation: it's a fragile LCD and there was something amiss with the assembly at the hinge putting pressure on the LCD. No physical signs on the outside of the screen.
FWIW, mine is one of the "popping" 2016 MLH42LL/A laptops, right out of the box. Popping Sound, MBP 2016


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After seeing this thread, I called Apple to get a case number. The rep said it would be covered, and if the store genius gave me a hard time to ask for a manager. The Apple store experience was the dispiriting time suck I expected: they told me $680 for the repair and told me I had dropped it; then admitted they couldn't find any point of impact; then when pressed to give me their hypothetical scenario, finally speculated that I must have closed it with -- please clutch your pearls here -- a grain of rice I didn't notice. Come on, guys.


Know when you are dealing with unreasonable people. I returned home, called in again, had a long talk with a sympathetic rep who escalated it to a senior advisor. I sent photos while we were on the phone. The SA said they look for a point of impact, and a spiderweb, and there was none. He said he was entering notes in the case to be covered at no charge, but to be aware that the techs might disagree upon exam. Apple overnighted me a box, I overnighted it back, and they replaced the screen and overnighted it back. No charge.


Flawless top notch CS... once you get to the right person.


So -- be informed, be reasonable, be firm, and know to walk away and talk to someone else. I believe that Apple will eventually send out a quality report about the LCDs. They know about this, but they are going to stonewall when they can.


The other thing to note is that early adopters of the MBP touchbar are under the older AppleCare Protection Plan. Apple rolled out AppleCare Protection Plus in June of 2017, which includes 2 incidents of accidental damage. There are no plans to grandfather the earlier MBPs, nor to offer the Plus for a upcharge (which I would happily pay) to bring all of this model under consistent coverage. It's frustrating to be effectively punished for being an early adopter of the new models, where all of the design flaws are showing up with use.

810 replies

Feb 2, 2021 10:21 AM in response to DindaaPutri

First of all it's the bezel that is broken with mine. And yes, the electrical tape seals the two holes. You just have to be very careful in applying it. If you don't cover the holes properly I believe the entire screen would break or the holes would lead to more cracks in the screen. As I have said repeatedly the electrical tape was my only option to cover the holes. The tape covers and insulates. This is what I am left with. I don't have the option of replacing the screen and even if I did there are reports that the new screen doesn't guarantee a permanent fix. This MBP is defective and Apple knows it.

Apr 8, 2021 11:30 AM in response to mghali123

Hi everyone,


I had send my MBP to get checked on after the screen spontaneously (and out of nowhere) broke after 5 weeks of usage at a desk and even when mentioning the thousands of other comments on here, Apple won't budge. I have to pay 600+ euros to get this screen replaced while i have had this laptop for less than 6 weeks. They said i might have been too rough when closing the laptop... Thats honestly just a bunch of nonsense. I have always been a loyal costumer but i cannot believe this new apple macbook pro is so fragile. Now i'm even scared to start moving the thing around once it gets back to me (I have a pretty active job in non-pandemic times). What a waste of money. I used to travel extensively with my previous MBP and i'm pretty sure this new one won't be able to handle that. Is there any possibility i will get the repair money paid back once apple recognises this issue? And is there anything we can do to get apple to do this?

Apr 19, 2021 8:28 AM in response to macusersince1992

Yes, I'm extremely curious. I had this happen on my device after less than a month. No accidents, no travel, just opening and closing the laptop normally. It's on its way back to Apple for repair - after decades of using Apple products, I've never had an issue with a screen or any kind of issue this soon after purchase, so I hope that this will be a one and done repair....

May 20, 2021 7:45 AM in response to wlc1011

I'm so sorry. I don't know of anything else for you to do except to visit an Apple store and see if you have better luck. I can tell you that my screen has holes in both sides in front of the hinge(s). I was lucky that I was able to use black electrical tape to seal up the holes and so far my screen has not gotten worse. But I too was told that screen breakages are ALWAYS user error. We all know this isn't true and Apple is very much aware of this defect. Mine was brand new when first one hole and then the other appeared. I actually heard the glass crunch. Further proof of Apple's awareness is that they offer ZERO dollars in trade in value. This speaks volumes.

May 29, 2021 11:04 AM in response to kesha230

since I found that this happened to many MBP owners, I will try to talk to the manager in our apple lab.

also, I found that Apple sent a warning about using a cam cover on MBP, it looks like that was the cause of the crack.

But I don't think it is my fault, if there is a problem with the screen that cam cover breaks it, the seller should point it out... its not my responsibility to look in the internet for all the product manufacture defects.



Nov 22, 2021 1:39 PM in response to drtimothy

My 2020 MBP screen went black. Repair found a tiny tiny crack. My computer never leaves the office and never gets shut with anything between the screen and keyboard. I even have a screen protector. I wouldn’t be so mad if at least the screen still worked but it’s shot completely. My $5000 computer is now going to cost me another $800 to repair. Oufff people warned me that Mac quality was going down. I’ve been a Mac user since 1990’s and have never had a single issue. Lucky i still have my 2015 as backup to keep me in work until it’s fixed. Soooooo not happy Apple!!!

Nov 22, 2021 8:45 PM in response to karianne99

The pushback from irate customers against the folks who have to enforce Apple's glass policy is unbearable!


If customers had the inclination to listen carefully, the articulated policy is that after being inspected in the factory, being shipped halfway around the world to you, and delivered intact, glass does not break spontaneously, so glass damage is considered accidental damage, and is not covered under warranty.


Customers scream, "Well I did not break the glass". Employees (who are helpless to change the policy) may respond, and it could be accusatory.


If these discussions were reasonable and businesslike and conducted at normal conversational levels, there would be nothing resembling "accusations" in EITHER direction.


If the parts were not so very expensive, it would not be as much of an issue, either.

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Cracked screen MacBook Pro with Touch Bar

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